by Colin Shaw | May 28, 2012 | Customer Satisfaction
Underlying business reality are numbers. The board make investment decisions based on them, your KPIs are based on them, and leadership constantly focuses on improving them. In short, there is a cult of constant returns. If we have 95% satisfaction, let’s get to 96%;...
by Colin Shaw | May 25, 2012 | Patient Experience
I recently presented at the Beryl Institute conference on patient experience. While there, I had the pleasure of listening to a few of my fellow speakers like Fred Lee (author of “If Disney Ran your Hospital”), Al Stubbelfield (CEO, Baptist Health Care Corporation),...
by Colin Shaw | May 22, 2012 | Patient Experience
At the recent Beryl Institute conference on Patient Experience, Rhonda Dishongh, Director of Patient Experience Design at Memorial Hermann Hospital System and I presented a case brief on our work there. This time, our talk was focused on “Achieving patient experience...
by Colin Shaw | May 21, 2012 | Customer Retention
Recently I received a call I was dreading. My daughter called us in our home in Sarasota, FL, to say that our pet dog of fourteen years, Blaze was dying in England. Our immediate response was to fly back to England to be with Blaze and my daughter for our pet’s last...
by Colin Shaw | May 16, 2012 | Customer Experience
Companies interested in loyalty often measure Net Promoter®; likewise companies interested in Customer Satisfaction measure CSAT, so it seems logical to ask with the current buzz around Customer Experience how should you measure the CE? This is an important question...
